Initial Business Response / [redacted] (1000, 14, 2015/07/30) */ On 1/30/we received Mr [redacted] 's Tangent model tentThe tent had a bent polePoles are covered under our Limited Lifetime WarrantyWe replaced the bent pole and returned the tent on the same day We cannot know what caused the Tangent pole to bend, as we were not on location with this customer at that timePoles usually bend due to improper set up or take down of the tent, or during extreme weather and when the tent is not properly guyed-outAgain, we cannot say what contributed to the bend in question, as we were physically not thereHowever, Mountain Hardwear stood by our Limited Lifetime Warranty by repairing the only damaged part of Mr [redacted] 's tent, the pole, before returning the tent to him In addition, the Tangent tent is designed to withstand significant wind and snow loads on shorter trips, when properly set up and guyed-outThere are no known defects in design, workmanship or materials on this model tent which would support Mr [redacted] 's complaintsPoles are made of aluminum, and it is not impossible for them to bend or breakWe include a pole repair sleeve with all of our current tents, so our customers can do in-field "splint" repairs as needed, and continue their trips until they are able to send the poles in to us for a repair Thank you, [redacted] Manager Warranty Mountain Hardwear Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do understand the whole bended pole situation from Mountain Hardwear side and that it`s hard for them to make their own picture of what happened as they werent at the place where it happenedI can asure that all guy lines where used properly and the pole didnt bend while taking down the tentThe tent was set up in a way to minimize impact by windWind direction didnt change during nightThe bending happened during night while wind came inThe wind was heavy but by any means not stormlike or as heavy as wind you would expect on the bigger mountainsAs this is supposed to be an "expedition" tent I was expecting way more stability The second very important point, where I didnt see feedback at all, is the condensation problemThe whole inner tent was frozenThere was actually real ice on my sleeping bag and all over my clothesI have never seen anything like that in a double wall tent systemThat is normally a problem of most single wall tents and should be one of the biggest advantages of a double wall tent over a single wall oneAs I dont see any way to improve this situation I am asking for the refund Thank you, [redacted]
Initial Business Response /* (1000, 5, 2016/02/01) */
During our peak busy season, we focus resources on answering phones, and claims processing, not emails. Additionally, "forbidden authenticity errors" are due to privacy settings on some personal computers.
We have reached out to the...
customer directly with resolution. We will repair or replace her jacket according to policy, once we receive the jacket.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It would be helpful if MHW had this information on the website; it took a month to receive this information via email. All of this could have been avoided if the website provided the information, or if any of the automated emails I received advising that the complaint had been resolved mentioned this policy.
As long as the item is either repaired or replaced, I accept the business' response.
Initial Business Response /* (1000, 5, 2015/04/21) */
We cannot find a record of receiving any product from a [redacted]
We guarantee that the materials and workmanship in every Mountain Hardwear product will stand up to the use for which they were designed. This warranty does...
not cover damage caused by improper care, accident, or the natural breakdown of materials over time. Products should be returned to us for evaluation and will be repaired or replaced at our discretion. Damages due to improper care or accident will be repaired at a reasonable rate.
Initial Business Response /* (1000, 14, 2015/07/30) */
On 1/30/2015 we received Mr. [redacted]'s Tangent 2 model tent. The tent had a bent pole. Poles are covered under our Limited Lifetime Warranty. We replaced the bent pole and returned the tent on the same day.
We cannot know what caused the...
Tangent 2 pole to bend, as we were not on location with this customer at that time. Poles usually bend due to improper set up or take down of the tent, or during extreme weather and when the tent is not properly guyed-out. Again, we cannot say what contributed to the bend in question, as we were physically not there. However, Mountain Hardwear stood by our Limited Lifetime Warranty by repairing the only damaged part of Mr. [redacted]'s tent, the pole, before returning the tent to him.
In addition, the Tangent 2 tent is designed to withstand significant wind and snow loads on shorter trips, when properly set up and guyed-out. There are no known defects in design, workmanship or materials on this model tent which would support Mr. [redacted]'s complaints. Poles are made of aluminum, and it is not impossible for them to bend or break. We include a pole repair sleeve with all of our current tents, so our customers can do in-field "splint" repairs as needed, and continue their trips until they are able to send the poles in to us for a repair.
Thank you,
[redacted]
Manager Warranty
Mountain Hardwear
Initial Consumer Rebuttal /* (3000, 16, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand the whole bended pole situation from Mountain Hardwear side and that it`s hard for them to make their own picture of what happened as they werent at the place where it happened. I can asure that all guy lines where used properly and the pole didnt bend while taking down the tent. The tent was set up in a way to minimize impact by wind. Wind direction didnt change during night. The bending happened during night while wind came in. The wind was heavy but by any means not stormlike or as heavy as wind you would expect on the bigger mountains. As this is supposed to be an "expedition" tent I was expecting way more stability.
The second very important point, where I didnt see feedback at all, is the condensation problem. The whole inner tent was frozen. There was actually real ice on my sleeping bag and all over my clothes. I have never seen anything like that in a double wall tent system. That is normally a problem of most single wall tents and should be one of the biggest advantages of a double wall tent over a single wall one. As I dont see any way to improve this situation I am asking for the refund.
Thank you,
[redacted]
Initial Business Response / [redacted] (1000, 14, 2015/07/30) */ On 1/30/we received Mr [redacted] 's Tangent model tentThe tent had a bent polePoles are covered under our Limited Lifetime WarrantyWe replaced the bent pole and returned the tent on the same day We cannot know what caused the Tangent pole to bend, as we were not on location with this customer at that timePoles usually bend due to improper set up or take down of the tent, or during extreme weather and when the tent is not properly guyed-outAgain, we cannot say what contributed to the bend in question, as we were physically not thereHowever, Mountain Hardwear stood by our Limited Lifetime Warranty by repairing the only damaged part of Mr [redacted] 's tent, the pole, before returning the tent to him In addition, the Tangent tent is designed to withstand significant wind and snow loads on shorter trips, when properly set up and guyed-outThere are no known defects in design, workmanship or materials on this model tent which would support Mr [redacted] 's complaintsPoles are made of aluminum, and it is not impossible for them to bend or breakWe include a pole repair sleeve with all of our current tents, so our customers can do in-field "splint" repairs as needed, and continue their trips until they are able to send the poles in to us for a repair Thank you, [redacted] Manager Warranty Mountain Hardwear Initial Consumer Rebuttal / [redacted] (3000, 16, 2015/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do understand the whole bended pole situation from Mountain Hardwear side and that it`s hard for them to make their own picture of what happened as they werent at the place where it happenedI can asure that all guy lines where used properly and the pole didnt bend while taking down the tentThe tent was set up in a way to minimize impact by windWind direction didnt change during nightThe bending happened during night while wind came inThe wind was heavy but by any means not stormlike or as heavy as wind you would expect on the bigger mountainsAs this is supposed to be an "expedition" tent I was expecting way more stability The second very important point, where I didnt see feedback at all, is the condensation problemThe whole inner tent was frozenThere was actually real ice on my sleeping bag and all over my clothesI have never seen anything like that in a double wall tent systemThat is normally a problem of most single wall tents and should be one of the biggest advantages of a double wall tent over a single wall oneAs I dont see any way to improve this situation I am asking for the refund Thank you, [redacted]
Initial Business Response /* (1000, 5, 2016/02/01) */
During our peak busy season, we focus resources on answering phones, and claims processing, not emails. Additionally, "forbidden authenticity errors" are due to privacy settings on some personal computers.
We have reached out to the...
customer directly with resolution. We will repair or replace her jacket according to policy, once we receive the jacket.
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It would be helpful if MHW had this information on the website; it took a month to receive this information via email. All of this could have been avoided if the website provided the information, or if any of the automated emails I received advising that the complaint had been resolved mentioned this policy.
As long as the item is either repaired or replaced, I accept the business' response.
Initial Business Response /* (1000, 5, 2015/04/21) */
We cannot find a record of receiving any product from a [redacted]
We guarantee that the materials and workmanship in every Mountain Hardwear product will stand up to the use for which they were designed. This warranty does...
not cover damage caused by improper care, accident, or the natural breakdown of materials over time. Products should be returned to us for evaluation and will be repaired or replaced at our discretion. Damages due to improper care or accident will be repaired at a reasonable rate.
Initial Business Response /* (1000, 14, 2015/07/30) */
On 1/30/2015 we received Mr. [redacted]'s Tangent 2 model tent. The tent had a bent pole. Poles are covered under our Limited Lifetime Warranty. We replaced the bent pole and returned the tent on the same day.
We cannot know what caused the...
Tangent 2 pole to bend, as we were not on location with this customer at that time. Poles usually bend due to improper set up or take down of the tent, or during extreme weather and when the tent is not properly guyed-out. Again, we cannot say what contributed to the bend in question, as we were physically not there. However, Mountain Hardwear stood by our Limited Lifetime Warranty by repairing the only damaged part of Mr. [redacted]'s tent, the pole, before returning the tent to him.
In addition, the Tangent 2 tent is designed to withstand significant wind and snow loads on shorter trips, when properly set up and guyed-out. There are no known defects in design, workmanship or materials on this model tent which would support Mr. [redacted]'s complaints. Poles are made of aluminum, and it is not impossible for them to bend or break. We include a pole repair sleeve with all of our current tents, so our customers can do in-field "splint" repairs as needed, and continue their trips until they are able to send the poles in to us for a repair.
Thank you,
[redacted]
Manager Warranty
Mountain Hardwear
Initial Consumer Rebuttal /* (3000, 16, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do understand the whole bended pole situation from Mountain Hardwear side and that it`s hard for them to make their own picture of what happened as they werent at the place where it happened. I can asure that all guy lines where used properly and the pole didnt bend while taking down the tent. The tent was set up in a way to minimize impact by wind. Wind direction didnt change during night. The bending happened during night while wind came in. The wind was heavy but by any means not stormlike or as heavy as wind you would expect on the bigger mountains. As this is supposed to be an "expedition" tent I was expecting way more stability.
The second very important point, where I didnt see feedback at all, is the condensation problem. The whole inner tent was frozen. There was actually real ice on my sleeping bag and all over my clothes. I have never seen anything like that in a double wall tent system. That is normally a problem of most single wall tents and should be one of the biggest advantages of a double wall tent over a single wall one. As I dont see any way to improve this situation I am asking for the refund.
Thank you,
[redacted]